Lucent Technologies Definity Release 7 Basic Call Management System Operations Manual

							555-230-706
Comcode 108485087
Issue 2
June 1999
DEFINITY®
Enterprise Communications Server
Release 7
Basic Call Management System (BCMS)
Operations 
						

							Copyright Ó 1999, Lucent Technologies
All Rights Reserved
Printed in U.S.A.
Notice
Every effort was made to ensure that the information in this book was 
complete and accurate at the time of printing.  However, information is 
subject to change.
Your Responsibility for Your System’s Security
Toll fraud is the unauthorized use of your telecommunications system 
by an unauthorized party, for example, persons other than your com-
pany’s employees, agents, subcontractors, or persons working on your 
company’s behalf. Note that there may be a risk of toll fraud associated 
with your telecommunications system and, if toll fraud occurs, it can 
result in substantial additional charges for your telecommunications 
services.
You and your system manager are responsible for the security of your 
system, such as programming and configuring your equipment to pre-
vent unauthorized use. The system manager is also responsible for 
reading all installation, instruction, and system administration docu-
ments provided with this product in order to fully understand the fea-
tures that can introduce risk of toll fraud and the steps that can be taken 
to reduce that risk. Lucent Technologies does not warrant that this 
product is immune from or will prevent unauthorized use of com-
mon-carrier telecommunication services or facilities accessed through 
or connected to it. Lucent Technologies will not be responsible for any 
charges that result from such unauthorized use.
Lucent Technologies Fraud Intervention
If you suspect that you are being victimized by toll fraud and you need 
technical support or assistance, call Technical Service Center Toll 
Fraud Intervention Hotline at 1 800 643-2353.
Federal Communications Commission Statement
Part 15: Class A Statement. This equipment has been tested and 
found to comply with the limits for a Class A digital device, pursuant 
to Part 15 of the FCC Rules. These limits are designed to provide rea-
sonable protection against harmful interference when the equipment is 
operated in a commercial environment. This equipment generates, 
uses, and can radiate radio-frequency energy and, if not installed and 
used in accordance with the instructions, may cause harmful interfer-
ence to radio communications. Operation of this equipment in a resi-
dential area is likely to cause harmful interference, in which case the 
user will be required to correct the interference at his own expense.
Part 68: Network Registration Number. This equipment is registered 
with the FCC in accordance with Part 68 of the FCC Rules. It is identi-
fied by FCC registration number xxx.
Canadian Department of Communications (DOC)
Interference Information
This digital apparatus does not exceed the Class A limits for radio 
noise emissions set out in the radio interference regulations of the 
Canadian Department of Communications.
Le Présent Appareil Nom
érique n’émet pas de bruits radio
électriques 
d
épassant les limites applicables aux appareils num
ériques de la class 
A pr
éscrites dans le reglement sur le brouillage radio
électrique 
édict
é 
par le minist
ére des Communications du Canada.
Trademarks
CentreVu, DEFINITY, and GuestWorks are registered trademarks of 
Lucent Technologies.
Prologix is a trademark of Lucent Technologies.Ordering Information
Call: Lucent Technologies Publications Center
Voice 1-800-457-1235 International Voice 317-361-5353
Fax 1-800-457-1764 International Fax 317-361-5355
Write: Lucent Technologies Publications Center
P.O. Box 4100
Crawfordsville, IN 47933
Order: Document No. 555-230-706
Comcode 108485087
Issue 2, June 1999
For additional documents, refer to Appendix B, ‘‘References.’’
 
You can be placed on a standing order list for this and other documents 
you may need. Standing order will enable you to automatically receive 
updated versions of individual documents or document sets, billed to 
account information that you provide. For more information on stand-
ing orders, or to be put on a list to receive future issues of this docu-
ment, contact the Lucent Technologies Publications Center.
Product Support
To receive support on your product, call 1-800-242-2121. Outside of 
the continental United States, contact your local Lucent Technologies 
authorized representative.
European Union Declaration of Conformity
The “CE” mark affixed to the equipment described in this book indi-
cates that the equipment conforms to the following European Union 
(EU) Directives:
• Electromagnetic Compatibility (89/336/EEC)
• Low Voltage (73/23/EEC)
• Telecommunications Terminal Equipment (TTE) i-CTR3 
BRI and i-CTR4 PRI
For more information on standards compliance, contact your local dis-
tributor.
Comments
To comment on this document, return the comment form located at the 
back of this book.
Lucent Technologies Web Page
The World Wide Web home page for Lucent Technologies is
http://www.lucent.com
Acknowledgment
This document was prepared jointly by the Customer Training and 
Information Products Organization and the Information Development 
Organization for Global Learning Solutions
Lucent Technologies Bell Laboratories, 
Denver, CO 80234-2703. 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Contents 
iii  
Contents
Contents iii
About this Book ix
nOverviewix
nReasons for reissueix
Offer Category A Versus Offer Category Bix
nOrganizationx
nConventions used in this documentx
nWhere to find related documentsxi
nHow to order related documentsxi
nHow to comment on this documentxi
1 BCMS Description 1-1
nOverview1-1
nBCMS Reports1-2
nPrinting and Storing Reports1-3
nAcceptable Service Level1-4
Percent within Service Level1-4
Acceptable Service Level Administration1-5
nSystem Capacities1-6
nInteractions1-7
Offer Category A Versus Offer Category B1-7
Interactions With External CentreVu CMS1-8
Interactions with VuStats1-8
2 System Access 2-1
nLogging In and Logging Off2-1
BCMS Login2-2
Logging In2-2
Logging In from a Local Terminal2-2
Logging In from a Remote Terminal2-3
Logging Off2-4
nHow to Change the BCMS Password2-5
3 Generating BCMS Reports 3-1
nOverview3-1
nDisplaying and Printing Real-Time Reports3-1 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Contents 
iv  
Displaying Real-Time Reports3-2
Printing Real-Time Reports3-2
nDisplaying, Printing, and Scheduling Historical Reports3-3
Displaying Historical Reports3-4
Printing Historical Reports3-8
Scheduling Historical Reports3-11
4 BCMS Report Reference 4-1
nOverview4-1
nReal-Time Reports4-3
BCMS Split Status Report4-3
Command4-3
Description4-3
Sample Report4-4
Header Definition4-5
BCMS System Status Report4-8
Command4-8
Description4-8
Sample Report4-9
Header Definitions4-9
BCMS VDN Status Report4-12
Command4-12
Description4-12
Sample Report4-12
Header Definition4-13
nHistorical Reports4-16
BCMS Agent Report4-17
Command4-17
Description4-17
Sample Reports4-18
Header Definitions4-19
BCMS Agent Summary Report4-22
Command4-22
Description4-22
Sample Reports4-22
Header Definitions4-23 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Contents 
v  
BCMS Split Report4-27
Command4-27
Description4-27
Sample Reports4-28
Header Definitions4-29
BCMS Split Summary Report4-35
Command4-35
Description4-35
Sample Reports4-36
Header Definitions4-37
BCMS Trunk Group Report4-42
Command4-42
Description4-42
Sample Reports4-43
Header Definitions4-44
BCMS Trunk Group Summary Report4-47
Command4-47
Description4-47
Sample Reports4-48
Header Definitions4-49
BCMS VDN Report4-52
Command4-52
Description4-52
Sample Reports4-53
Header Definition4-54
BCMS VDN Summary Report4-58
Command4-58
Description4-58
Sample Reports4-58
Header Definitions4-59
5 System Printer and Report Scheduler 5-1
nOverview5-1
nSystem Printer5-1
System Printer Administration5-2 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Contents 
vi  
System Printer Data Link Operation 
and Maintenance5-3
nReport Scheduler5-3
Print Intervals5-4
Adding a Report to the Report Scheduler5-4
Summary of the Steps for Printing Reports
on the System Printer5-6
Listing Scheduled Reports5-7
Change Command5-9
Remove Command5-10
6 Use of BCMS Reports for ACD Planning 6-1
nPlanning/Engineering Objectives6-1
BCMS System Status Report6-2
BCMS Split Status Report6-3
BCMS VDN Status Report6-3
BCMS Trunk Group Report6-4
BCMS Agent Report6-4
BCMS Split or Skill Report6-5
BCMS VDN Report6-5
nEngineering ACD Applications with Data Obtained
from the BCMS Reports6-5
Agent Engineering/Optimizing Guidelines6-6
Trunk Engineering Guidelines6-34
A BCMS/CentreVu CMS Report
Heading Comparison A-1
nSummary of DifferencesA-1
B References B-1
nBasic DEFINITY ECS documentsB-1
AdministrationB-1
Installation and maintenanceB-3
Call center documentsB-5
DEFINITYB-5
CentreVu CMSB-6
Application-specific documentsB-7
ASAIB-7
ACDB-8 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Contents 
vii  
Console operationsB-8
HospitalityB-9
Non-U.S. audiencesB-9
GL Glossary and Abbreviations GL-1
IN Index IN-1 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Contents 
viii   
						

							About this Book 
ix Overview 
DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
About this Book
Overview
This document provides a comprehensive description of the Basic Call 
Management System (BCMS) feature, which is available with the DEFINITY® 
Enterprise Communications Server (Offer Category A). This document also 
describes the Report Scheduler feature, which is often used with BCMS.
Although intended primarily for the BCMS administrator, this document may prove 
useful to the system administrator, the Automatic Call Distribution (ACD) split 
supervisor, the ACD administrator, and ACD agents.
Reasons for reissue
This document is being reissued to define BCMS attributes that are not used with 
the offer category B products, DEFINITY Business Communications System 
(BCS) and GuestWorks
®.
Offer Category A Versus Offer Category B
Offer Category A products (DEFINITY ECS and Prologix™) supports more 
features and feature capacities than the Offer Category B products (DEFINITY 
BCS and GuestWorks). In relation to the BCMS feature, the following features are 
not supported with Offer Category B:
nExpert Agent Selection (EAS) and skills
nCentreVu® Call Management System (CMS)
nVu Sta ts.
When using this BCMS Operations document with an Offer Category B product, 
you should ignore references to these features. 
						

							DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
About this Book 
x Organization 
Organization
This guide is divided into the following chapters and appendices:
nChapter , About this Book, is an introduction to this document.
nChapter 1, BCMS Description, provides a brief overview of the BCMS 
feature and lists the BCMS reports.
nChapter 2, System Access ,provides procedures on how to log in and 
log off BCMS. This chapter also provides the procedures for changing the 
BCMS password.
nChapter 3, Generating BCMS Reports, describes the procedures for 
displaying, printing, and scheduling BCMS reports.
nChapter 4, BCMS Report Reference, gives a detailed description of 
each BCMS report.
nChapter 5, System Printer and Report Scheduler, describes the 
optional Report Scheduler feature. This chapter also includes a description 
of the report scheduler commands and a display of the reports.
nChapter 6, Use of BCMS Reports for ACD Planning, describes 
desirable objectives and how the BCMS reports can be used to plan, 
engineer, and optimize ACD splits and trunk groups.
nAppendix A, ‘‘BCMS/CentreVu CMS Report Heading Comparison’’, 
compares reports and report headings between BCMS and CentreVu Call 
Management System (CMS).
nAppendix B, ‘‘References’’, lists other documents that may be used for 
reference.
n‘‘Glossary and Abbreviations’’, contains a list of frequently used terms 
and their definitions as well as a list of abbreviations and acronyms.
n‘‘Index’’, contains a cross-referenced index.
Conventions used in this document
This document uses the following conventions:
nThe names of commands are shown in the following typeface:
change system-parameters feature
nInformation you type is shown in the following typeface: EIA
nInformation displayed on the screen is shown in the following typeface: 
login:
nKeyboard keys are shown as follows: RETURN
nFunction keys are shown as follows: CANCEL